At www.trilogystores.co.uk we make every effort to ensure your purchase gets to you as quickly, safely and cost effectively as possible. We achieve this by offering all of our mainland UK customers the same premium service at the lowest possible cost due to the quantity of business we place with our chosen couriers. We endeavour to deliver all orders that are placed before 2pm on the next business day. Please note, however, that the delivery of your order may be restricted depending on the size, weight and chosen destination of the package. Other factors such as weather and mechanical difficulties can also result in later deliveries. If the delivery address is different to the billing address then we may have to run further checks to ensure your credit card security, this may result in longer delivery times.
Your order will be packed and dispatched, provided:
- The item you have chosen is in stock
- The delivery address has been verified
- Payment has been approved
We will send you an initial email confirming receipt of your order; then a further email confirming that your order is ready for dispatch along with your shipping reference number. Where an item is not in stock, we will advise you of the anticipated time for delivery (if such item will be available in future). Orders can be delivered to either business or residential addresses, however all packages will require a signature on receipt of delivery. It is customary for the dispatch companies we use to leave a notification card with their contact information if the delivery address is unattended at the time of delivery, however this may not always be the case. www.trilogystores.co.uk cannot take responsibility if a notification card is not left in any instance.
Express Next Day Delivery
Delivery is next working day provided the order is placed before 2pm for items that are in stock and being delivered to mainland UK. The cost is £7.50 for all addresses in the UK. It is possible that deliveries to Northern Ireland may take an extra day to deliver.
Orders will be wrapped in tissue paper and beautifully packaged into a Trilogy gift box or bag depending on size of item.
We are able to deliver most items all over the world. Depending on your location, International delivery takes between 3 -7 working days. A signature is required upon receipt. You will receive your shipping reference number by email. www.trilogystores.co.uk is unable to calculate local customs and sales tax with all international deliveries. You may be notified by your local customs authority once your order has reached your country. They may apply customs or sales tax which has to be paid before you may receive your goods.
If you require any further information about ordering online and delivery information, then please contact us +44 20 7486 8085, or via email to email@example.com.
Is my information secure?
Protecting your credit card and order information is important to us. We use Secure Sockets Layer (SSL) technology to protect your online order information as it is transmitted over the Internet. SSL is the gold standard in Internet encryption technology, which means it is a highly sophisticated method of scrambling data as it travels from your computer to our websites servers. Whilst SSL is of a high standard for internet security, it does not provide total protection against loss by unauthorised access or hacking. Trilogy will not be liable in the event of any loss arising from any such unauthorised access or hacking. Some versions of browsers and some firewalls do not permit communication through secure servers like the ones we use to process orders at Trilogy. To check the security of your connection, look at the lower left-hand corner of your browser window after accessing the server. If you see an unbroken key or a closed lock (depending on your browser), then SSL is active. You can also double-check by looking at the URL line of your browser. When accessing a secure server, the first characters of the site address will change from "http" to "https." If your browser or firewall does not support SSL, you will not be able to connect to the server, which means you wont be able to mistakenly place an order through an unsecured connection. If you cannot access the secure server for any reason, please call to place your order by phone at (UK) 020 7486 8085
Effective 1st January 2012
We constantly strive to ensure that the products we bring to your door are of the highest quality. However if, for any reason, you wish to return your purchase, we will refund or exchange items that are sent back to us within 7 days of you receiving them - all we ask is that you return items in a saleable condition, unworn, with the original packaging and labeling intact. Although we are not able to refund P&P charges or returns postage, www.trilogystores.co.uk will never charge to send an exchange item to you. Please note that we advise you to obtain proof of posting (free from your Post Office) or preferably recorded post as unfortunately we cannot be responsible for returns.
We are sure you understand that safety and hygiene considerations prohibit us from exchanging certain items within our range. This will be clearly stated within the product descriptions. Customer service is of premier importance to us at www.trilogystores.co.uk. The confidence you have in us and the service we provide is our main priority. We believe our returns policy is extremely fair and open, however, there are some stipulations that we make in the interest of efficiency: On sale items we reserve the right to charge postage on exchanges.
In the event of refunded return, we require that you return the new and unused goods to us with all the original labeling attached within 7 days (UK), 14 Days (International) of receiving the goods. New and unused means there are no marks on the item or wear on the tags and the item has been returned to us in saleable condition. www.trilogystores.co.uk will not accept returns for any non-faulty items that have been worn, washed and/or tags removed. Upon receipt of an order, if any item has been received with no tags, customers should notify us (by phone or email) on the same day if they wish to return. We strongly advise all customers to check garments thoroughly upon delivery before removing any attached tags. For hygienic purposes, returns/exchanges on earrings cannot be accepted. Please note, www.trilogystores.co.uk cannot refund shipping and/or delivery charges whether they be within the UK or abroad. We ask that all International customers are aware that all international customs duties and sales taxes cannot be refunded. All items purchased on the www.trilogystores.co.uk web site must be returned to our head office at the responsibility of the sender. Trilogy cannot be held responsible for items lost or delayed when being returned.
In the event of an exchange, items are subject to product availability and the customer will incur any shipping costs for returning items to be exchanged. We can only exchange an item for a different size, style, and colour subject to our stock availability. All exchange enquiries can be made by contacting firstname.lastname@example.org with 'EXCHANGE' in your subject heading or calling 0207 486 8085 Exchanged items can only be dispatched after the returned goods have been received.
How to proceed with your return or exchange
Please send us the item as described below. If you would like to exchange you may telephone one of our advisors who will assist you in an alternative size or style. Exchanges will be subject to our stock availability. Securely wrap and package the item and return enclosing the returns card which you will receive with the package with a brief reason for the return and send to our depot. Please send your return or exchange to: Trilogy 63 Weymouth Street London W1G 8NU. We recommend that you send all items insured and/or registered when sent by post as we cannot take responsibility for package's which we do not ship ourselves.
Receiving a refund
Once your package has been returned to us within the above stated timeframe unless otherwise authorized by the Trilogy head office, we will begin to process your refund request. Each item will be checked and once verified your refund will be processed in the original payment format. All undamaged, correctly returned products will be credited to the original purchasers credit card including VAT for all EU country customer excluding shipping charges. You will be notified via email to the address listed on your account when this transaction has taken place. Please note that your banking institution may require additional days to process and post this transaction to your account once they have received the information from www.trilogystores.co.uk. Please note: If we receive your return in a condition which we feel is not fit for exchange or refund we shall get in touch with you. Trilogy reserves the right to refuse a return or exchange for any item sent back in a condition where the item has been used or damaged. Only items that Trilogy can confirm as new and unused will be eligible for a return or exchange, so that they have reached our returns department within the time frame outlined above (unless otherwise organized). Trilogy will not accept returns or exchanged goods for any non-faulty items that have been worn, washed or with tag's removed. We will not refund or exchange item's which we believe fail to meet the standards explained above.
If you have been sent you a gift from Trilogy but it wasn't quite right, then you can return and exchange it for another product. In the event of a gift return, we require that you return the new and unused goods to us with all the original labeling attached within 7days (UK), 14 days (International) of receiving the goods. Please simply get in touch with our head office to organize an online purchase with your credit note. Please be aware that you will be required to pay any difference in cost. But shipping will be free.
Effective 1st January 2012